Over at the Gilbane Group blog, there is a good discussion on how enterprise search impacts customer experience, particularly for Software as a Service vendors. Good advice for SaaS, but actually good advice for any software purchase. These are many of the areas in which Cincom does its best to deliver in a quality manner … it is the heart of delivering a great software experience. So I pass them along for your consideration.
Here is Gilbane’s list of vendor weaknesses:
- Lack of understanding by company representative how their software works
- Failure to really understand prospect needs, environments, and requirements
- Poorly written documentation and training giving no context for how the software might be deployed
- Technically sophisticated features delivered with no coherent path to deployment Inability to communicate honestly with clients
- Lack of clarity on what industry standards and terminology mean to clients
- Failure to use their own products by all employees in vendor organizationsInattention to building quality support infrastructures to service clients
Largely all these common failure points emanate from the first bullet in the list — not understanding, or even worse, never taking the time to understand the customer’s needs, wants and aspirations. Too often software is designed in a vacuum and then after a couple of hundred thousands of lines of code and a big investment in marketing, the software vendor discovers that customers just don’t care about the solution. Or for those who actually purchase such software (on premise or on demand) there is a resultant bad, bad experience … a gap between the promise and the reality.